TERMS OF REFERENCE

The Service and Network Operations group is focused on the area of Network Operations and Service Assurance of wireless and wireline products and services, and across switched, packet and converged networks.

In order to effectively meet the agreed service performance requirements of our customers, the SNO group should:

1. Encourage global participation by SNO members in ITU-T with respect to the identification, development, and implementation of Recommendations on Network and Service Management for Operations.
2. Provide expertise in identifying procedures and practices, to be considered for inclusion in the ITU-T documentation or the SNO Handbook.
3. Disseminate information relating to Network and Service Management Operations techniques and procedures for new technologies.
4. Encourage the Development and Testing of standards to enhance the ability to meet Service Level Agreements established with customers and other carriers.
5. Encourage and coordinate the ongoing exchange of Operations information management practices such as congestion management, overload management, change management, security operations, operations support systems, disaster recovery and risk management.

2013-2014 SNO WORK PROGRAM AREAS ASSIGNED
TO TOPIC GROUPS SERVICE AND NETWORK MANAGEMENT

All technical methods and procedures required to Plan, Implement, Operate and Control services to meet various Service Level Agreements (SLA).

1. Provide advice and guidance on Service Management and the associated customer experience using Network Management capabilities.
2. Evaluate the role and benefit of Network Management in supporting and delivering Service Management to meet Service Level Agreements, customer expectations and network performance requirements.
3. Encourage practical testing and evaluation of Network Management facilities. Provide guidance on benefits of and the associated testing regimen for:
   1. operational testing
   2. systems
   3. personnel
   4. business continuity planning
   5. disaster recovery planning
4. Quantify the role of Network Management in alleviating the effects of the failures or overload of network components such as (but not limited to): switches, routers, transmission systems, or signaling systems. Specific areas of investigation include:
   1. business continuity planning
   2. change management
   3. alarm correlation
   4. post event analysis and implementation of irreversible corrective actions.
5. Evaluate and measure value and benefits of Network Management including:
   1. global and local benchmarking of Network Operations
   2. Total Operations Competency metrics
   3. other best practices.
6. Provide operations guidance and support for Network Management development by:
   1. providing guidance and direction on the critical performance metrics that should be collected by operators and associated forums.
   2. promoting the exchange of Network Management contact points to be used for network restoration during network events.
   3. Providing guidance to Network Operators on the development of Network Management Plans and risk mitigation during peak traffic events, natural disasters or other critical customer events.

HOT TOPICS

1. Assess the impact on the network of new technologies, services and convergence, and develop plans and procedures to minimize any adverse effect on network operations, for example:
   1. security
   2. sustainability
   3. impact on personnel
   4. impact on customers
   5. mobile data demand
2. Work with the leaders, liaison representatives and/or contact persons in SG12, QSDG, and SNO, in order to come to a mutually agreed and coordinated plan for the work on Recommendations E.860 and E.861.